Hug N Pups Pet Grooming Salon & Dog Training

We had a great experience with our groomer. Our dog is difficult to groom. They did a great job cleaning her up and her cut was very neat & smooth. She didn't appear stressed like she often time does after she had been groomed previously. I plan on taking her back in the future.

I, too, had been taking my Shih Tzu pups here for quite a while and lately it's been an awful experience. My male always loved his trips to the groomer, but this time and the time before...I could barely get him in the door! There's a high strung older woman that seems to be running the place now and (scarier...grooming), and she reminds me of a tweaker with her racing speech and high pitched tone. She grooms dogs the same way she talks! Mine were done so poorly that they offered to have me come in again to try and fix them. I opted not to, given I use a walker and it was difficult to come the first time!! The cuts were uneven, shaved so close in the [redacted] area that I had to have one of my dogs seen by a vet. Never, ever again will these people touch my puppies! The loving attitude is a put on, too. It used to be genuine, but not anymore.

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.I would also like to add that the store manager never offered a free groom, as my complaint was seeking reimbursement for my grooming or a free grooming. It does not make sense that a store manager would have offered that, only for me to turn around and seek the same resolution through the [redacted]. Furthermore, I was not necessarily seeking reimbursement in full for my Vet visits. I have attached records from my vet that include the initial visit bill, follow up bill, as well as the vaccination records for my dog. I have left a message at the grooming salon as well to speak with the store owner personally, as much of my complaint resolution was truly seeking some compassion and understanding regarding my situation.Regards,[redacted]

The following is Hug N Pups' Response to Complaint ID #: [redacted] One of my groomers originally took the call from this client on Thursday, April 4th 2014.

 

My manager offered to groom the client's dog for free, the client rejected this offer. My manager handled the...

situation in a professional and courteous manner.  (My other groomer is a witness to my manager's handling of this situation over the phone with this client).

 

Our vaccination policy is that we require that on their initial visit that the pets are up to date on their vaccinations and that is mainly for the benefit of the pet its self and for the safety of my employees.   It is the responsibility of the owners to keep their pets up to date on their pet's vaccinations.  Our policy is above and beyond what is required of us as a grooming establishment.

 

We do whatever is humanly possible to keep our establishment  up to the proper standards including disinfection and ventilation. This business is very important to myself, my employees  and to the many grateful clients we service; therefore we are diligent in all of our efforts to provide a clean, healthy, and safe environment.

 

As to the client's desired settlement, we cannot move forward without the requested copy of the client's veterinary bill or the ability to personally visit with the client's

veterinarian. [redacted] Owner

Hug N Pups Pet Grooming Salon [redacted] ###-###-####

Went there for years. They have changed the staff and customer service has sharply declined. My dog used to be excited to go there and loved the groomer. After the changes, I began to have to pull her into the place. The last groomer did a truly horrible job. The cut was way too short and uneven. Clearly she does not know the cut for Wheaton terriers. The fur on top had a split in the middle, the cut was extremely uneven and even the nails were not trimmed as short as normal or as smooth as ey normally were. My dog pulled on the leash to get out of there . I will never return. Left messages for the owner but never received a call back. Highly disappointed in all the changes. No longer deserving of an A rating.

I, too, had been taking my Shih Tzu pups here for quite a while and lately it's been an awful experience. My male always loved his trips to the groomer, but this time and the time before...I could barely get him in the door! There's a high strung older woman that seems to be running the place now and (scarier...grooming), and she reminds me of a tweaker with her racing speech and high pitched tone. She grooms dogs the same way she talks! Mine were done so poorly that they offered to have me come in again to try and fix them. I opted not to, given I use a walker and it was difficult to come the first time!! The cuts were uneven, shaved so close in the [redacted] area that I had to have one of my dogs seen by a vet. Never, ever again will these people touch my puppies! The loving attitude is a put on, too. It used to be genuine, but not anymore.

Review: I have been taking my dog to this groomer for the past 2 years (roughly) and I have never been asked for vaccination records. I have always been a responsible pet owner, take my dog for 6 month checks and ensure that all of his vaccinations are up to date. On 3/29/14, I had my dog scheduled for his standard grooming, as I have for many times before. On 4/9/14, my dog started coughing and throwing food up from coughing so hard. After a vet visit, I was informed that my dog has contracted Kennel Cough. I realize that the Kennel Cough vaccination is similar to the Flu vaccination and not always 100% effective. However, my dog should not have been around other dogs with Kennel Cough, if the groomer required proof of vaccination. When I called Hug n Pups on 4/10/14, I asked to speak with the store manager. The lady was less than kind on the phone and proceeded to tell me that she had a "file cabinet" full of vaccinations and could not explain why I had personally been asked for my dog's vaccination records. Furthermore, she said that they are only asking vaccination records of new customers, but could not explain why they do not follow up on vaccination records past the initial visit. The store manager was less than helpful and did not seem to care that my dog had even contracted Kennel Cough from their grooming salon and furthermore seemed agitated that I would even call to notify them so that they could notify the other dog owners of my call. She also explained that no one else had called, basically making me feel like she didn't believe my dog could have contracted Kennel Cough from the grooming salon because no one else had called, which I find absurd! When I politely told the store manager that this new circumstance was making me reconsider my business with their salon, she said thank you and hung up the phone. I am beyond appalled. I love the individual who has actually been grooming my dog as she is always kind, attentive to my dogs needs, and customer service friendly. As a customer, I am highly dissatisfied with the lack of understanding, customer service, and offered resolution to keep my business and referrals coming to their salon. A little empathy and desire to keep a happy customer goes a long way! Due to the groomers lack of policy, I ended up with a vet bill of $170 on top of my $55 grooming charge to combat my dog's Kennel Cough.Desired Settlement: I am requesting several things as resolution to this issue. First, I would like a change in the store policy for me to continue to bring my business to this particular groomer. Vaccination records should be updated and if their system shows that it has been a year since they last requested vaccination records, new records should be requested upon bringing the pet to the salon for their grooming appointment. Second, I would like some type of resolution for the $55 charge that I paid for my past grooming appointment. If the groomer can guarantee me that all of the dogs at the salon for my next appointment have been vaccinated, I would appreciate a free groom. If it is impossible for them to guarantee me that all of the animals in the salon have been vaccinated, then I would appreciate a full refund for my $55 service to cover a portion of my vet expenses due to their carelessness to follow up on vaccination records. Thank you.

Business

Response:

The following is Hug N Pups' Response to Complaint ID #: [redacted] One of my groomers originally took the call from this client on Thursday, April 4th 2014.

My manager offered to groom the client's dog for free, the client rejected this offer. My manager handled the situation in a professional and courteous manner. (My other groomer is a witness to my manager's handling of this situation over the phone with this client).

Our vaccination policy is that we require that on their initial visit that the pets are up to date on their vaccinations and that is mainly for the benefit of the pet its self and for the safety of my employees. It is the responsibility of the owners to keep their pets up to date on their pet's vaccinations. Our policy is above and beyond what is required of us as a grooming establishment.

We do whatever is humanly possible to keep our establishment up to the proper standards including disinfection and ventilation. This business is very important to myself, my employees and to the many grateful clients we service; therefore we are diligent in all of our efforts to provide a clean, healthy, and safe environment.

As to the client's desired settlement, we cannot move forward without the requested copy of the client's veterinary bill or the ability to personally visit with the client's

veterinarian. [redacted] Owner

Hug N Pups Pet Grooming Salon [redacted] ###-###-####

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.I would also like to add that the store manager never offered a free groom, as my complaint was seeking reimbursement for my grooming or a free grooming. It does not make sense that a store manager would have offered that, only for me to turn around and seek the same resolution through the [redacted]. Furthermore, I was not necessarily seeking reimbursement in full for my Vet visits. I have attached records from my vet that include the initial visit bill, follow up bill, as well as the vaccination records for my dog. I have left a message at the grooming salon as well to speak with the store owner personally, as much of my complaint resolution was truly seeking some compassion and understanding regarding my situation.Regards,[redacted]

We had a great experience with our groomer. Our dog is difficult to groom. They did a great job cleaning her up and her cut was very neat & smooth. She didn't appear stressed like she often time does after she had been groomed previously. I plan on taking her back in the future.

Went there for years. They have changed the staff and customer service has sharply declined. My dog used to be excited to go there and loved the groomer. After the changes, I began to have to pull her into the place. The last groomer did a truly horrible job. The cut was way too short and uneven. Clearly she does not know the cut for Wheaton terriers. The fur on top had a split in the middle, the cut was extremely uneven and even the nails were not trimmed as short as normal or as smooth as ey normally were. My dog pulled on the leash to get out of there . I will never return. Left messages for the owner but never received a call back. Highly disappointed in all the changes. No longer deserving of an A rating.